Tower Lead - Network LAN/WAN
United States
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Job Description
Tower Lead - Network LAN/WAN

Job Summary

The Tower Lead in Support & Operations plays a crucial role in managing escalations and ensuring seamless service delivery. This role is pivotal in driving operational excellence, fostering customer satisfaction, and implementing strategic initiatives to enhance revenue and efficiency in line with organizational objectives.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Revenue Through Effective Management Of Data Lan/Wan Services And Operational Strategies.
2. Oversee The Timely Resolution Of Escalations And Crises By Adhering To Agreed Sla Norms, Ensuring Continuous Service Availability And Reliability.
3. Validate Operational Reports And Maintain High Operational Hygiene By Implementing Best Practices In Data Lan/Wan Management As Per The Sow.
4. Develop And Implement Frameworks To Enhance Customer Satisfaction, Leveraging Data Insights And Feedback To Drive Continuous Improvement Initiatives.
5. Lead The Implementation Of The Profit Improvement Plan By Identifying Automation Opportunities And Fostering Self-Driven Initiatives To Optimize Operational Performance.

Skill Requirements

1. In-Depth Knowledge Of Data Lan/Wan Technologies And Practices.
2. Strong Understanding Of Service Level Agreements And Operational Metrics.
3. Proven Ability To Manage Escalations And Drive Resolution In High-Pressure Environments.
4. Excellent Analytical Skills To Validate Reports And Enhance Operational Hygiene.
5. Proficiency In Developing Customer Satisfaction Frameworks And Improvement Initiatives.

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Professional (Ccnp), Itil Foundation Certification
Maximum Salary (US): 
Minimum Salary (US): 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.